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When a call arrives in your personal queue, if you are unable to handle the call and if enabled for your account, you can decline the call. If enabled, the a Decline button appears alongside the personal call.
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If the no Decline button does not appearappears, you must configure an Agent Decline Breakout. For information about configuring an Agent Decline Breakout, see Setting up personal queues. |
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| To decline the call, click the Decline . After you click Decline, click Confirm to confirm the action.When you confirm that you want to button. When you decline the call, NewVoiceMedia routes the call as configured for your account, for example, to a VoiceMail applet. |
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In this example, the agent has two calls in their personal queue. The first call arrived at 13:10 from 07800000000. The second call will appear in the list if still waiting when the agent answers or declines the first call. |
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